SuperHost Foundations of Service Quality

Customer service skills are highly valued by employers, and continue to be among the top skills required in most workplaces.

SuperHost Foundations of Service Quality is a comprehensive, practical introduction to the principles of providing a quality service experience. Available online or in-class, this course is ideal for people who are either entering the workforce for the first time or after a significant break, or are fairly new at working in a front-line, customer-facing role.

The course will cover:

Basic customer service, communication and teamwork skills – some of the key 21st century skills

Relationships between service quality, customer experience, and business objectives

The importance of front-line employees in service sector businesses

Expectations from the point of view of customers, employers, and employees

Communication etiquette and best practices

Service recovery techniques

Metrics used to assess customer experience and service quality

Classroom Course

The Foundations of Service Quality classroom course is approximately 6 instructional hours long. The course includes fun, interactive activities and students will go home with ideas and skills that they can apply to their job right away.

The course materials and activities for Foundations of Service Quality are intended for individuals functioning at a solid level 2 or higher in their Essential Skills (250+ IRT Score), and require good command of the English language at Canadian Language Benchmarks Level 6, or higher.

Online Course

The online course is a great alternative for individuals living in areas where public SuperHost classroom courses may not be offered at a location or time accessible to them. It is also ideal for students who wish to learn at their own pace and in the convenience of their own home.

Over 6 modules, the Foundations of Service Quality online course takes the student through a customer’s journey with interactive activities and quizzes, illustrations of real-life situations and applications, videos and links to resources and notes. The online course costs $59.00.

The delivery of this course requires a high-speed internet connection and standards-compliant web browser in order to view animations and HD videos.

Frequently Asked Questions (Click to expand)

Q. Where can I find out about upcoming classroom courses in my community?

Frequently Asked Questions for Employers (Click to expand)

Q. What skill set will my employees gain from taking the Foundations of Service Quality course?

A. Participants who have successfully completed the Foundations of Service Quality course will have a good understanding of the key elements of excellent customer service, how to create an exceptional experience for your customers, and the importance of communicating effectively.

Q. I would like my employees to take the Foundations course. What are my options?

A. As an employer, you and/or your employees can consider the following options: